Record Details

Understanding Customer Complaint Behaviour for Sustainable Business Development

Journal of Economics and Management Sciences

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Field Value
 
Title Understanding Customer Complaint Behaviour for Sustainable Business Development
 
Creator Agu, Agu G.
Ogbuji, Chinedu N.
Okpara, Ihegazie S.
Ogwo, Ogwo E.
 
Description This study investigates the nature and strength of key factors influencing customer complaint behavior (CCB) in the organized road transport industry in Imo State, Nigeria. Using questionnaire in a survey, 348 respondents drawn from the customers of seven organized road transport firms. The study reveals, principally, that all the six hypothetical constructs (situational, demographic, psychological, service-provider, purchased-service factors, and industry condition) have a significant impact on customer complaint behavior. Further, among the twenty-three antecedents evaluated, a gender of respondents and the size of the company are not significant predictors of customer complaint behavior. A new model of customer complaint behavior for sustainable business development in capacity building is proposed with critical attention to the customers’ identified critical areas of service failure while consolidating on the identified factors influencing patronage of the organized road transporters. The role of government in providing and enforcing effective regulation is also emphasized.
 
Publisher IDEAS SPREAD INC
 
Date 2018-12-09
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://j.ideasspread.org/index.php/jems/article/view/200
10.30560/jems.v1n3p1
 
Source Journal of Economics and Management Sciences; Vol 1 No 3 (2018) Special Issue; p1
2576-3016
2576-3008
 
Language eng
 
Relation https://j.ideasspread.org/index.php/jems/article/view/200/127
 
Coverage Multiple Bar Chart Showing the Combined Effect of the Variables
 
Rights Copyright (c) 2018 Agu G. Agu, Chinedu N. Ogbuji, Ihegazie S. Okpara, Ogwo E. Ogwo
http://creativecommons.org/licenses/by/4.0